AWM, Marcus by Goldman Sachs, Customer Retention, Marketing, Vice President, New York, NY

Asset and Wealth Management

Across Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data and design.

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches.

Your Impact

The Marcus US Marketing Team is seeking a visionary and strategic Vice President to lead the US Deposits Marketing Retention team. This critical leadership role is responsible for defining, championing, and executing the strategy for customer experiences and communications that drive prospect conversion and significantly enhance existing customer stickiness. As a data-driven leader, you will strategically leverage customer behaviors and perceptions across the entire customer lifecycle to build and optimize engagement campaigns that drive product adoption, foster deep loyalty, and proactively reduce churn across our large portfolio of customers.

The Vice President will leverage advanced data analytics and customer research insights to define, champion, and execute innovative marketing strategies and campaigns aimed at retaining and growing our customer base. This includes overseeing the development and execution of comprehensive Go-To-Market (GTM) strategies for new product offerings and launches, directing the identification and segmentation of key customer cohorts in close partnership with our analytics team, providing strategic direction to creative teams, establishing robust testing frameworks and performance measurement, and interpreting advanced analytics to continuously optimize and evolve programs.

The ideal candidates will possess extensive experience in pioneering and scaling customer loyalty programs that intelligently identify and deliver relevant product offers organically within the customer lifecycle, ultimately driving product affinity and sustained customer retention. The successful candidate will possess deep expertise across diverse marketing channels, including email, SMS, Push, and print, and understand the strategic nuances of each. Experience in a content marketing leadership capacity is highly valued.

Job Summary and Responsibilities:

• Lead the strategic development and execution of comprehensive campaign plans and strategies that facilitate customer onboarding and product adoption, clearly articulating a strategic approach to "next-best action" across the customer journey.
• Ensure strategic alignment of all retention initiatives with overarching Marcus business goals and objectives.
• Oversee the efficient and accurate implementation of campaigns within CRM platforms, leveraging advanced capabilities and vendor resources where necessary.
• Drive the definition of advanced data requirements for CRM tools to enable highly personalized, predictive, and scalable campaigns.
• Establish and champion key performance indicators (KPIs) and work closely with analytics teams to drive actionable insights and optimize program performance.
• Architect and champion sophisticated multi-variate testing frameworks to continuously optimize program effectiveness and drive innovation.
• Provide strategic leadership and direction to creative teams, ensuring brand consistency, compliance, and compelling messaging.
• Champion process innovation and operational excellence to scale retention marketing capabilities in a rapidly growing business environment.
• Cultivate and lead highly collaborative relationships with a variety of cross-functional teams, including Analytics, Creative Services/Design, Compliance, Legal, Product, Brand, and external partners/agencies.
• Serve as a thought leader, driving continuous innovation and adoption of best practices in customer loyalty marketing and retention strategies.

Basic Requirements:

• 10+ years of progressive leadership experience in loyalty/email marketing, CRM, product marketing, or digital marketing, preferably within a financial services context.
• Proven expertise in leveraging and optimizing enterprise-level marketing automation and CRM platforms (., Adobe Campaign, Marketo, Braze, Oracle/Responsys, or similar).
• Proficiency in agile project management methodologies and tools (., JIRA, Confluence).
• Exceptional analytical acumen with a proven track record of leveraging data to drive strategic decisions and measurable business outcomes.
• Demonstrated ability to strategically identify, analyze, and resolve complex business challenges.
• Proven leadership in defining, optimizing, and implementing scalable processes and governance frameworks.
• Advanced proficiency in data visualization and reporting tools (., Tableau).
• Bachelor's Degree required; MBA or advanced degree preferred.

Desired Characteristics:

• Exceptional strategic vision combined with a strong bias for action and execution excellence, with a relentless focus on customer experience.
• A highly proactive and self-directed leader who identifies and capitalizes on strategic opportunities for the business.
• Intellectually curious and a courageous challenger of the status quo, driving continuous improvement and innovation.
• Proven ability to lead and manage complex, multi-faceted projects to successful completion autonomously.
• Superior interpersonal and stakeholder management skills, with a proven ability to influence and lead in a matrixed environment.
• Meticulous attention to detail and a proactive, strategic approach to risk management.
• Exceptional executive-level oral and written communication and presentation skills.

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at /careers.

We're committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.